Job Post

Sr Director, Technical Implementations

Interactions
31 Hayward Street
Franklin, MA 02038

Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will.  As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area.  We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.

 

Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level.  The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees.  We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.

 

For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.  

Serves as a senior contributor with expertise in business process modeling and data interoperability requirements for our strategic enterprise customers. This person is responsible for configuring, delivering and supporting high quality product-based client software integrations with our platform.

 

Essential Job Functions:

  • Engage with customers to lead and guide solutions for technology integrations including customer data systems, telephony /CTI platforms, Agent Desktops, and network

  • Advise on API integrations with technical teams for functional aspects, enhancements, modifications, and scalability

  • Provide technical guidance and support to internal staff and customers.

  • Establish defined and repeatable integration solutions in the areas of

    • Customer Data integration

    • Telephony/CTI platform Integration

    • IVA Applications

  • Define processes for client and cross-organizational dependencies spanning R&D, Platform, Net Ops, Technical Operations

  • Establish and grow team of Integration Architects/Technical Account Managers

 

Other Duties and Responsibilities:

Preparation, Knowledge, Skills and Abilities:

Required:

  • 4 year degree in Business or related field

  • 5+ years of leadership and staff management experience

  • 10+ years experience in architecting customer integrations for data systems and telephony/CTI including management of external customer implementations

  • Implementation experience with Virtual Assistant Applications, CTI, Contact Center, and Customer Care Applications.

  • Experience in back-office, CTI, and telephony infrastructure and deployment common practices.

  • Travel up to 20%

  • Excellent written and verbal communication skills, including strong speaking and presentation abilities

  • Ability to collaborate actively & effectively with multidisciplinary team

  • Can work and thrive in a fast-paced, rapid growth environment

  • A team player with passion, initiative, and leadership ability

  • Solution oriented, inventive and self-starter. Accustomed to fast-paced environments and managing multiple projects with independent delivery schedule

 

 


Supervisory Responsibility:

Lead, coach, and inspire PM team

Category: Customer Success
Full-time

See What It's Like To Work Here

Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices worldwide.

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